Call Center Quality Analyst - Remote

Responsibilities

• Review and assess customer interactions across calls, chats, and emails for adherence to quality standards and policies
• Identify trends and recurring issues impacting customer satisfaction and operational efficiency
• Collaborate with managers and stakeholders to create strategies for improving service quality
• Implement professional coaching methodology for individual and group sessions
• Leverage quality reports and trend analysis to provide data-driven recommendations for business initiatives
• Support the implementation of agent assist tools and AI quality tools

Requirements

• 3+ years in a fast-paced customer service quality assurance or training role
• Bachelor's degree in business, Communications, or related field (or equivalent experience)
• Experience in a call center or customer support environment
• Strong analytical, problem-solving, and presentation abilities
• Proficiency in MS Office and quality monitoring tools

About the Company

Colibri is a pioneer of online professional education, providing web-based courses since 2001. The company serves over 1 million customers annually through a family of leading online professional education platforms.